Endurance Warranty Services, L.L.C.

Initial Business Response /* (1000, 5, 2015/05/18) */
In response to the case number listed above, we understand this consumer purchased a vehicle service contract on his vehicle. Unfortunately the vehicle did not meet the underwriting guidelines and was not eligible for coverage. We processed a...

full refund back to the consumer for activation and the one monthly payment he made. Although we wish to keep every consumer, some vehicles may not meet the underwriting requirements which disqualifies them from being eligible for coverage. Also, this consumer provided us an incorrect start mileage at the time coverage was purchased. The vehicle service contract is a mileage-based program and the start mileage must be correct in order to keep the policy in force. We have informed the consumer and issued a full refund which should already be posted back to the customer account. Endurance will always provide every consumer with excellent customer service.
Initial Consumer Rebuttal /* (3000, 12, 2015/05/20) */
I forgot to put in that the Endurance solution did not satisfy my complaint. I bought the warranty in good faith and they did not honor the contract. They never told me that my vehicle was not covered and they continued to take out payments until I put a claim in. They are very unethical. I strongly recommend that anyone considering an extended warranty should not consider buying it from Endurance. They are only customer oriented until you put a claim in.
Final Business Response /* (4000, 14, 2015/05/20) */
We apologize for any inconvenience. The policy was just over 30 days old and the customer had made one monthly payment. Unfortunately, the vehicle is ineligible for coverage and the policy was cancelled and fully refunded back to the consumer. Although we wish we can cover all vehicles, there are underwriting guidelines that determine vehicle qualification and some vehicles are not eligible. Endurance will always strive to provide each and every consumer with excellent customer service.

Professional, Listened to understand

I have the superior level coverage on my [redacted]. I've used it twice and my roadside assistance once. It's saved me $1840 so far and I still have a few years left. I'm completely satisfied and don't have a single complaint yet! Go for Endurance!

On May 25, 2016 the customer contacted Endurance and purchased an Endurance Select Premier vehicle service contract for his 2009 [redacted] with 144,000 miles on it.  The Select Premier vehicle service contract is designed to protect high mileage vehicles and is "stated component" coverage...

which means the parts that are "stated" in the coverage section of the  contract as being covered are the parts that are covered.  The customer initiated a broken transmission claim that was caused by a failed seal.  In the customer's contract coverage section, the contract specifically and in bold addresses Seals and Gaskets, stating, "Leaking and/or failed seals and gaskets are not covered as stand-alone seals or gaskets."  The fact that the customer's failed seal caused the breakdown resulted in a denied claim.  Endurance reached out to the customer to explain the reasoning for the denied claim.

On March 30, 2015 the consumer contacted Endurance and purchased an [redacted]) XtraSupreme vehicle service contract for his 2006 [redacted].  At the point of sale and during the verification process, the consumer was made aware of Endurance's 30-day...

money back guarantee and was also provided with complete coverage details of the vehicle service contract.  The consumer was also provided a hard copy of the vehicle service contract which was sent via [redacted] Critical Mail with delivery confirmation.Please be advised that Endurance is strictly the seller of the vehicle service contract.  Endurance sold the consumer an [redacted] vehicle service contract.  [redacted] is the administrator/obligor of the vehicle service contract which means [redacted] administers (approves or denies) the claims and is obligated to pay the claims.  Endurance plays no role whatsoever in the approval or denial of the claims.On February 12, 2016 the consumer called Endurance's customer service department and said he wanted to cancel because he had a denied claim.  Endurance, as the seller of the policy, gets involved on numerous occasions when the vehicle service contract company denies a claim by calling the company on the consumer's behalf to ascertain why the claim denied and to put forth the best case for the warranty company to approve the claim.  [redacted] denied the  claimed for the repair because the claim was already paid by the consumer without prior authorization.The consumer complained to the Revdex.com on March 9 but according to the consumer, he intended to complain against [redacted] regarding the denial and not Endurance.

Martin [redacted] of Endurance was very helpful in sorting out a difficult situation. He was patient, courteous, professional, and very caring. I appreciate people like him. Because of people like him, I will stay with Endurance.

My mother received a letter from this company indicating that her warranty was about to expire. She is elderly and called the phone number on the letter and ended up purchasing an extended warranty for a car that she recently purchased. A car that is still under the factory 3/36k warranty.

I called this company today to cancel the policy and obtain a refund. The person I spoke with became very combative when I pointed out that their advertising is deceptive. He continued to argue with me to the point that I got concerned he wasn't going to issue the refund.

I would not recommend this company and am concerned by their advertising tactics. Sending letters to people with brand new cars that are still under warranty and leading them to believe that the warranty will expire in a few days is deceptive.

Art was very helpful in taking care of my needs. He was very professional and answered my questions and concerns with immediate actions. I appreciate his enthusiasm and wish for him to help me again if I have concerns about my policy.

Awesome service help me in need lost my job and give me a 1month time credit to get back on my feet

Endurance are nice and very professional until you call and cancel your warranty...After I gave them my reason, the young man tried so hard to retain my service by following the protocol however I explained that this decision was based on a personal issue well he placed me on hold for about 5 mins and returned by saying "I've cancelled your warranty you will receive a letter in the mail and credit back to your card" I asked if I will receive a confirmation # , "which I received when I requested the warranty", he said No in a robotic, nonchalant tone, you will get the letter in the mail. When I worked in customer service I gave a new customer the same customer service as a cancellation because they maybe a potential in the future and remember how nice I was upon leaving.. In order to stay as great as their ratings portray them to be , they must have great customer service around the board not just at the advantages for the company..

Nicole, the person with whom I spoke this morning was very personable and efficient.

do not get endurance warranty unless you have money to give away I've had them for a few years now and not once have they ever covered anything on my car all that money I gave them and I still had to come out my pocket whenever I had to fix my car I didn't get not one dime to help fix my car the contract they gave me sucked didn't cover anything the third party which handled my contact sucked and they are very rude I wouldn't recommend anyone getting this warranty

It is a genuine pleasure and honor for me to write this letter of recommendation I found the service of Joe [redacted] of Customer Service to be outstanding. He listened to my concerns and found a way to help me as the consumer. Employees like this are rare, he had the ability to allow me to feel important.
Joe demonstrated that he understands the ethics of customer service He kept a sharp eye on the bottom line, but without losing sight of the customer. I suppose doing well in business is easy if you have employees like Joe [redacted] he is, driven by both quality and efficiency.
In closing, let me say I have no hesitation in recommending Joe [redacted] and Endurance Warranty.
Thank you,
Laura [redacted]

When I called Endurance I spoke with a very polite young lady by the name of Bridget [redacted] I explained my situation to her in regards to my payments and she was so very willing to help me in this issue and did not mind listening to me. She is an awesome person with a beautiful personality and is a GREAT asset to your company. She is by far a keeper!!!

They helped me this week when I was stranded in the middle of nowhere. Turned this nightmare right around! I was travelling for thanksgiving with my family to a relatives house in a different state and my car broke down. They sent a tow truck and picked us up. I was able to get a loaner car and continue my trip. All and all, we were only delayed an hour. My car is being fixed today at their expense. They are paying for the loaner car abd the repair. the Gentleman's that helped through this whole ordel is Steven [redacted] I hope his manager see's this post because he really did put us at ease with this stressful situation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, assuming payment is received as promised.
Sincerely,
Carroll [redacted]

Justen is the best customer service person I have ever dealt with. Fabulos personality. and Extemley helpful.

During my customer service experience, Justin was very professional, patient and answered all of my questions and concerns during my call. His kindness was greatly appreciated in a world of electronic voices stating, "If you want this, press #1, if you want that, press #2".
I have not had an actual experience with having my vehicle serviced yet under this warranty plan so I cannot give any input on that aspect of it.

I want to thank Endurance for being the best at what they do and a great thanks to Eddie [redacted]

Customer service has been awesome. no complaints there. Thank you!